EHR Implementation Manager

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Requirements:

• 3–5+ years of experience in SaaS or healthcare IT implementations, including experience in customer-facing role.
• Proven ability to lead cross-functional teams through requirements gathering, implementation planning, and go-live execution.
• Demonstrated ability to build and maintain strong customer relationships.
• Strong understanding of healthcare integration standards such as HL7, FHIR, and RESTful APIs.
• Experience integrating with leading EHR systems (Epic, Cerner, athenahealth, etc.).
• Experience with user acceptance testing, software QA, and resolving implementation-related issues.
• Familiarity with healthcare workflows, clinical operations, and billing/claims processes.
• Excellent communication and problem-solving skills, with the ability to translate technical topics for non-technical audiences.
• Experience with project management tools (e.g., Jira or similar platforms).
• Comfortable working in fast-paced, remote environments with shifting priorities.

Responsibilities:

• Oversee the full implementation lifecycle for new customers and platform expansions, ensuring timely delivery, quality outcomes, and high customer satisfaction.
• Serve as the primary project manager on implementation initiatives, managing scope, timeline, risks, and stakeholder communication.
• Collaborate closely with Sales, Customer Success, Product, Engineering, Data Governance, and Clinical Operations to ensure alignment throughout the implementation lifecycle, enabling seamless delivery to the customer.
• Serve as the voice of the customer in technical and design discussions, helping define business requirements and translate them into actionable solutions.
• Troubleshoot technical issues in real-time, coordinating with internal teams and customer stakeholders to resolve blockers.
• Guide EHR integration workflows, including FHIR and custom API implementations across major platforms (e.g., Epic, Cerner, athenahealth).
• Partner with Engineering and Data Governance to validate data flows and ensure configurations align with customer workflows and API-based integration.
• Ensure accurate execution of commitments outlined in Statements of Work (SOWs).
• Monitor and report on implementation performance, customer satisfaction, and team capacity metrics.
• Continuously improve implementation processes, documentation, and internal knowledge sharing.
• Provide input to Product and Engineering based on implementation experience and customer feedback.
• Support high-impact customer and internal initiatives in partnership with Customer Success and technical teams.
• Stay current on industry trends and best practices for SaaS and healthcare IT implementations.
• Promote a culture of knowledge sharing across the organization to strengthen domain expertise.